FAQ's

Processing : We're processing your order. Some products may require additional processing time.
Completed : Your order has been picked up by the courier. You will shortly receive a tracking number so you can track your shipment.

If your order has not yet been Completed, we can cancel your order and refund the full amount to your selected payment method. To request an order cancellation, you can email us at support@stickyshell.it . Unfortunately, we cannot cancel an order that is already in the "Completed" stage.

If your order isn't in the "Completed" status, you can still change your shipping address. Contact us as soon as possible at support@stickyshell.it .

If you need to change or modify your billing address, please contact us as soon as possible at support@stickyshell.it .

If your order hasn't shipped and you need to remove one or more items, contact us at support@stickyshell.it and we'll be happy to help! Please note that we won't be able to remove a Limited Edition item with custom text if it's already been produced.

Unfortunately, we can't add items to your current order if it's already been placed. You'll need to place a separate order, or we can cancel your order so you can place a new, single order with everything you want. If you need to cancel your order, please contact us at support@stickyshell.it !

We are located in Latina (Lazio, Italy). We ship domestically via SDA express courier. We ship throughout Europe via UPS and to non-EU countries via FedEx and Poste Italiane Minibox. Sticky Shell is closed on weekends and holidays. The domestic and international delivery times described in this FAQ are purely indicative.

National shipments

• SDA Express Courier: The standard shipping service for all orders within Italy. All shipments include a tracking number and can be monitored in real time via the link sent to you by email upon shipment. Deliveries are made between 9:00 am and 6:30 pm, Monday through Friday, excluding holidays. Products will be delivered to the address provided by the Customer on the "Order Form." To avoid delivery issues, please enter your delivery address correctly and fill in the "Telephone" field so the courier can contact you should they encounter any problems during delivery.
  
• Posta1Pro : No tracking provided. This is the cheapest shipping method, used only for very small packages; it's not risk-free. We are not responsible for loss, theft, or non-delivery.

International shipping

• Poste Italiane Minibox: the standard trackable shipping service to non-EU countries. Delivery takes 7-30 business days. For some non-EU countries such as the United Kingdom, Canada, and Australia, tracking is no longer updated at the Italian International Exchange Center.
  
• FedEx: Express shipping service to non-EU countries. Delivery takes 2-6 business days and includes detailed tracking. Although orders can be delivered in as little as 48 hours, we cannot guarantee
  guarantee these timeframes. FedEx does not deliver to PO Boxes.
  
• UPS: Express shipping service to European countries. Delivery generally takes 24-48 hours to all European countries, but sometimes takes up to 72 hours. While orders can be delivered in as little as 48 hours, we cannot guarantee this timeframe.

Separate orders
If an order contains a pre-order item, it will only ship once all items are ready. (Please order pre-order items separately if you wish to receive the other items first.)

Upon arrival of the goods, the Customer is responsible for carefully inspecting the package before signing for delivery. The envelope containing the Customer's products is sealed with an adhesive seal that must not have been tampered with in any way. Should this occur, the Customer is required to sign for receipt with reservations or refuse delivery. In any case, once the delivery document has been signed without reservations, Sticky Shell will not accept any returns.
dispute regarding the delivered products.

Order delivery
The Customer who places an order establishes a commercial relationship with Sticky Shell and therefore undertakes to collect his/her package. If he/she does not return
If delivery is not possible for reasons attributable to the customer (wrong address, recipient always absent, incorrect telephone number, etc.), or if the customer refuses delivery (except in one of the cases set out above), shipping costs and any customs charges will be deducted from the refund due to the Customer.

Sticky Shell is also not responsible for any delays attributable to the courier or to causes of force majeure (strikes, transport difficulties, adverse weather events, etc.). In such cases, the Customer will be promptly notified of the occurrence of one of these conditions.

Since most of our merchandise is handmade, it's normal for small things to be out of place. Here's a non-exhaustive list of things you shouldn't be too surprised to find in our products:

Materia Collection 2.0, Materia Collection 2.5 and Materia Collection 3.0

• Materia slightly off-center in Materia Slot ➀.
• Glue (transparent) visible around the Materia in the Materia Slot ➀.
• Minor scratches, stains, or small dents on Materia Slots ➀. Although we carefully screen the Slots we receive from our overseas partners, we may occasionally miss a few. In any case, these are always very minor manufacturing defects that cannot be avoided.
• Color variations in acrylic materials. We purchase acrylic materials in large quantities, but sometimes suppliers fail to meet the color specifications, so small variations in a new batch can always occur.
• Small marks on the Materia. Here too, we strive to use only Materia free of marks or scratches received during production, but we cannot always accommodate this extreme meticulousness.
• Small bubbles in the Matter.
• Small marks, stains or imperfections on the leather of all bracelets in the collection.
• Visible glue on the back of the Materia Pins ➀ and Materia Pins ➁.

Controller Display Stand, Console Display Stand and Limited Edition Display Stand

• Slight scratches and/or imperfections on the protective films of individual stand components. All our stands are made from large sheets of plexiglass or acrylic with a double protective film. However, we may occasionally receive sheets with external markings. This does not mean, however, that the plexiglass underneath is damaged!
• Slight scratches and/or imperfections on the surface of individual stand components. Some stands undergo additional processing beyond cutting (e.g., UV printing or adhesive application), so, although rare, handling the components after removing the protective films may cause very small scratches or leave fingerprints. Sticky Shell and all our collaborators are committed to ensuring your products are as pristine as possible!
• Small imperfections in UV printing.
• Small imperfections in the printing of the stickers.
• Minor imperfections in text or laser-engraved elements. If you received a stand with illegible engraved text, please contact us .

Clear Box (all models)

• Small 45° chips at the corners of the mounting holes, both in the boxes already assembled by us and in the kits assembled by you (after assembly). Although the mounting holes are designed to allow for the progressive insertion of the feet, it is still possible that a non-perpendicular insertion of the pieces could slightly strain the plexiglass, which will release the tension accumulated at the four corners of the rectangular holes. These holes have been laser-engraved with rounded corners to prevent the pressure generated during assembly from creating serious cracks in the material. A small chip is considered acceptable and does not affect the structural integrity of the box!

Materia Collection 2.0 and Materia Collection 3.0

• While there are no specific care instructions for bracelets and pins, we recommend removing them before showering or taking a dip in the sea. The general rule is to use caution when handling bracelets and pins and to follow the instructions provided with each order.

Natural stone bracelets

• The gold or silver plating of spacers and charm holders tends to fade over time, but this will happen prematurely if the bracelet comes into contact with agents such as perfume, air, salt water, sulfur, skin creams, hairspray, chlorine, and skin with an acidic pH. The extent and speed of discoloration depends on the wearer's skin and grooming habits. For this reason, discoloration is not considered a manufacturing defect and is therefore not covered by the warranty. We also recommend not wearing the jewelry while bathing, sleeping, or playing sports.

Controller Display Stand, Console Display Stand and Limited Edition Display Stand

• The use of alcohol and aggressive cleaning products is strictly prohibited when cleaning the stand. A soft microfiber , felt , or cotton cloth is preferable. To prevent dust buildup, the use of an antistatic cleaning fluid is permitted.

Clear Box (all models)

• To clean Clear Box (all models), do not use alcohol or aggressive cleaning products. A soft microfiber , felt , or cotton cloth is preferable. To prevent dust buildup, use an antistatic cleaning fluid.

Items that are broken, malfunctioning, or otherwise reasonably damaged beyond the product condition variations described above may be eligible for an exchange or refund. If you receive a damaged item, please contact us within 30 days of your order's shipment date for assistance.
Also, if possible, please provide a clear photo of the damage on the product received.

If you have damaged an item through carelessness by assembling it (in the case of a stand or a Clear Box) or wearing it (in the case of a bracelet) without reading the instructions or watching a tutorial video (if available), we will not be able to refund you.

Pre-orders are charged at the time of purchase, not when the order ships. Some pre-orders may need to be ordered separately from other items. If you need to cancel or change a pre-order, please contact us as soon as possible. If an order contains a pre-order item, unless otherwise indicated, the order will only ship when all items are ready. Please order pre-order items separately if you would like to receive the other items first.

Sticky Shell reserves the right to update and change these Shipping/Returns Terms from time to time without notice.

Any written agreement, contract or invoice supersedes these general website conditions, if any.

Read our Privacy Policy regarding the protection of your personal data.

Sticky Shell, in its sole discretion, has the right to suspend or
Close your account and refuse any current or future purchases or other services from us for any reason at any time, including no reason. Examples of possible reasons include:

• Violations of this Shipping/Return Policy, including violations of products with a per-customer limit.
• Violations of our Privacy Policy.
• Charges.
• Fraud and other illegal acts.
• Verbal, physical, written, or other abuse (including threats of abuse or punishment) toward any Sticky Shell customer, partner, employee, member, or officer.

Where applicable, we may not provide a full refund for accounts or
suspended or terminated orders. For example, if we've provided you with non-refundable services or products.

You are responsible for maintaining the security of your Sticky Shell account and optional password. Sticky Shell cannot and will not be liable for any loss or damage arising from your failure to comply.
of this security obligation on the part of the User.

All prices listed on the website are VAT-exempt, as the business adheres to the flat-rate scheme (Law 190/2014). Buyers are responsible for any applicable duties and taxes . Sticky Shell is not responsible for any delays caused by customs checks.

National shipments

• SDA Express Courier : Delivery within 24/48 hours for €8.00; detailed tracking by entering the tracking code on www.sda.it.
• SDA Express Courier (islands) : delivery within 72 hours for €10.00; detailed tracking by entering the tracking code on www.sda.it.
• Posta1Pro : Delivery in 1-4 business days for €5.00. No tracking provided. This is the cheapest shipping method, used only for very small packages; it's not risk-free. We are not responsible for loss, theft, or failed deliveries.

International shipping

• FedEx : Delivery in 2-6 business days for €35.00; detailed tracking is available by entering the tracking code at www.fedex.com. The price may vary depending on the destination area. Always refer to the price displayed during checkout.
• FedEx (out of area) : Some states or areas are considered "out of area" by FedEx and have a higher shipping cost. Please refer to the cost displayed during checkout.
• UPS : Delivery within 24/48 hours (maximum 72 hours for some countries) at a cost of €15.00; detailed tracking is available by entering the tracking code on www.ups.com

Shipping costs may vary depending on the destination.

National shipments
Orders placed on Friday evening, Saturday, or Sunday will be processed the following Monday morning. Shipping takes up to five business days (subject to product availability confirmation and PayPal verification for new customers). Please refer to any additional processing times described in each product page.

International shipping
If your package is shipped with FedEx or UPS:
Orders placed on Friday evening, Saturday, or Sunday will be processed the following Monday morning. Shipping takes up to five business days (subject to product availability confirmation and PayPal verification for new customers). Please refer to any additional processing times described in each product page.

During sales periods, shipments may take longer. In any case, Sticky Shell reserves the right to delay shipments in the event of force majeure.

National shipments
SDA Express courier : delivery in 24/48 hours
SDA Express courier (islands) : delivery within 72 hours
Posta1Pro : delivery in 1~4 working days

International shipping
FedEx : Delivery in 2~6 business days
FedEx (outside area) : delivery in 2~6 business days
UPS : delivery within 24/48 hours (maximum 72 hours for some countries)
Minibox : delivery in 7~30 working days

If you notice that an item or part of an item is missing from your order, please contact us promptly at support@stickyshell.it with your order number. We will ship the missing item to you.

If you receive a product damaged during shipping or with a defect not included in the minor variations list in our product condition policy, please contact us within 30 days of your order shipping date with your order number and a photo of the problem and we will process a refund or replacement.

National shipments
If you have a Posta1Pro tracking code, it's rare for the tracking status to show "Delivered" even though you haven't received anything. On the very few occasions that this has happened, it's resolved itself with the package being delivered the next business day. Often, that status, while misleading, simply indicates that the package has been delivered to the post office closest to you and is awaiting delivery. In any case, we urge you to
Please check that the package hasn't been picked up by a relative or neighbor. If the package you see as delivered was shipped via SDA, contact us at support@stickyshell.it and we'll be happy to assist you.

International shipping
This doesn't usually happen with express couriers. If you chose FedEx or UPS, contact us promptly and we'll open a ticket with the courier. If you chose the low-cost "Poste Italiane Minibox" shipping method, we'd like to point out that, since it's a low-cost method, it's handled entirely by your country's post office. We can only verify the delivery of the package (and not for all countries!). We recommend first checking with your family to see if anyone has picked up the mail and package, then checking with your nearest post office. It may be sitting there waiting to be picked up (sometimes postmen forget to leave a notice of delivery).

To assemble the Clear Box, we must remove most of the protective films to fit the pieces together. The only films that can remain attached are the external one on the front and the external one on the back. These will remain in place to protect your Clear Box until you receive your order. In any case, don't worry! Your Clear Box is assembled in a clean environment using gloves to avoid getting fingerprints and dirt on the stripped Plexiglas. Once assembled, it will be lightly dusted with a microfiber cloth and immediately wrapped in bubble wrap, ready for shipping.

Returns must be in good condition. Dirty items, broken items, items with removed tags, items with stains or damage, and items with personalized laser engravings cannot be returned. If you received the wrong or damaged item, you do not need to return it; instead, please see the FAQ "I received a damaged or defective item." For returns, please contact us within 30 days of the order's shipment date. We can only refund the cost of the item; we do not refund shipping costs. Return shipping costs are the responsibility of the customer.

Unfortunately, there's no way to migrate your old account to the new platform, so if you have a problem with an order placed on the old site, please contact us at support@stickyshell.it with your personal information and, if possible, your order number!